Caller Story – June 22, 2024

Caller Story – June 22, 2024

Each week we will post a summary of interesting and representative 211 calls. This week, we have connections from New Brunswick and Newfoundland and Labrador.

New Brunswick:

When people have heard about a new program, but do not know how to access it, 211 is a good place to call. 211 Service Navigators work to make sure that they know current developments in the human service system, and are always happy to share what they know with callers, and connect them with new programs for which they are eligible.

A 211 Service Navigator took a call from a male older adult who had received a letter with a code from NB Housing. He wanted to know more about this new program – the Direct to Tenant Benefit.

The Service Navigator happily responded to his questions and gave him the information about the program. She took down his name and mailing address and sent a request to the government to send him the hard copy application for this program.

When the government begins new programs, it is important for 211 Service Navigators to take time to familiarize themselves with the description of the programs, especially regarding the eligibility criteria for these new resources. In this type of situation, Service Navigators can expect many calls from people that would want to know more details about such new programs. Service Navigators stay calm, polite and show patience even when people are calling one after another about the same resource.

Newfoundland and Labrador:

Calls from older adults and veterans who are in danger of losing their housing are heartbreaking. 211 Service Navigators know services that can help in these situations, and will work to connect people with the housing they need.

A veteran, who was an older adult, called 211. He was having a very hard time. He had recently undergone major surgery, and he had found out that he was going to be evicted in a couple of weeks. The caller told the Service Navigator that he had nowhere to go and had been on the NL Housing list for several years, but had not been placed in a subsidized home.

It is extremely sad that anyone experiences homelessness, especially an older adult who fought for Canada. The Service Navigator searched for resources for affordable housing and support services for the caller.

She found two agencies that could help. She referred the caller to Connections for Seniors, which provides emergency accommodations to older adults. She also let the caller know about the services that can be offered to him by Veterans Affairs, and ensured that he had all of the information necessary to connect with the right office there.

After providing the referrals, she also offered him a follow up call to confirm that he was connected to the agencies to make sure that he would not fall through the cracks. He agreed and they set up a time for a follow up call, to make sure he was properly linked with agencies that could help him with housing, and to see if any new needs had come up for him.

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